Frequently Asked Questions

A selection of the most common questions our Tech Support team receives from our users. If you don’t see your question, please call us at 866-733-6673 so our team can help you solve your issue.

How do I login, view past footage, or export video?

This is the most common question we receive in Customer Support. These questions and more can be answered in our ITech Digital Quick Reference Guides located (Insert Link), whether you recently received one of our systems or have had it installed and operating for years, missed the onsite training from our installer or just need to re-fresh your skills. The ITech Digital Quick Reference Guides answer many questions about the basic use of our systems. Be sure to select the Guide for your particular system.

Where can I get the software to view my system remotely?

All solutions installed by ITech Digital have remote access capabilities. This does require configuration at both the DVR/NVR and your network. Once your system is setup for remote access, the remote software is available at: Need Link Be sure to select the Software for your particular system. Our Customer Support department can assist with specifics around your remote connection, including providing your static IP address* and Vigil Connect alias.

*Not purchased or managed by ITech Digital.

Is there an app for that?

ITech Digital has several solutions that have a mobile application available. Manufacturers are constantly improving these apps and now have more features available for the mobile apps than ever before. These apps are available at the Apple App store as well as the Google Play store. A simple search for your system brand will get you to the latest in mobile application technology available for that system.

What do I do when my system appears to be down?

The variables and possible issues are countless when any system appears to be down or off. There are some quick steps you can take to either fix or diagnose the system’s potential issues. First, check the system. Are there any fans running? Lights on the box? Try the power button. Second, check the power. Ensure the surge protector or outlet is working. Try to power on the device again. Next, check the connections to the DVR/NVR. Do the cables appear to be snug and secure in the back of the system? If you suspect the power source may be the issue, check around for another power source. Lastly, your system may need a reboot. We do not recommend rebooting the system without a member of our Customer Support team on the phone. A reboot could cause more damage to the system if it is done incorrectly. Our technicians can walk you through further troubleshooting steps and will let you know if the system needs to be rebooted.

How can I troubleshoot a no signal or video loss camera?

Again, the variables and potential issues are vast. But, here are some troubleshooting steps that will get you to the root of the problem with a camera. First, check the power. Analog cameras typically have a 12- or 24-volt power panel that powers all of the cameras. This panel is normally located near the DVR. Check the panel for blown fuses or disconnections. IP cameras on the other hand get their power from a switch via Power Over Ethernet (POE). Second, check the video cables at both the DVR/Switch and camera ends. If you notice a loose connector, it could be sending a weak signal to the system. Lastly, switch the cable to another channel on the DVR or another port on the POE switch. If the camera works, the issue is likely the port or channel associated with the camera.

How do I know what system I have?

Security systems have become extremely popular over the last few decades as the technology has improved and become more affordable. Therefore, there is a myriad of manufacturers that have flooded the security market. ITech Digital has multiple solutions deployed from a limited number of different manufacturers. Some manufacturers brand their equipment with their name or logo, while others go with a more secretive box to deter theft. Our trained technicians in our customer support department can help determine this after just a couple of questions.

How much video does my system retain?

Almost all video surveillance systems use the valuation method of FIFO; meaning First In, First Out. This means the oldest video on the system is constantly being written over with the newest video. There are many factors that determine the number of days and hours of video a system can retain. The size of the hard drive(s), number of cameras, camera stream, resolution, and frame rate to name a few. ITech Digital, as a solutions integrator, takes the time up front to determine the specific needs of our customers and builds your system accordingly. If ever you feel you are not getting the desired amount of storage, it could be any of the aforementioned camera or system settings affecting this.

How do I determine what resolution I need for a particular scene?

ITech Digital uses the measurement “pixels per foot” or PPF. This measurement is similar to camera resolution, but refers to the resolution of the final video produced based on the size the area the video is recording. For instance, a rule of thumb is that the minimum resolution required for facial recognition is 60 PPF. So if you are using a camera to monitor an entrance that is 15 feet wide and you wish to provide facial recognition, you’re going to need a camera with a resolution at least 900 pixels wide. However, if you need to cover an employee break room, for instance, and do not need to provide facial recognition, you could get by with 20 PPF and require a camera at only 300 pixels wide.